POSITION OBJECTIVE

As a CX Design Consultant, you will utilize your expertise in contact centers to drive impactful transformations for our client’s customer experience by examining and improving the overall customer journey. You will be the expert in analyzing, evaluating, and enhancing customer interactions across various channels. 

As a member of our Delivery Group, you will solve complex operational and strategic problems by completing a variety of data analytics, process mapping, finding the root cause(s), comparing benchmarks, creating analytical models, selecting solutions, and assisting with implementation through a variety of services. You will provide these services independently, with clients and in a team environment. 

When unsure about a topic, you will research intelligence through various resources to achieve expert-level competency. You will identify new opportunities, manage project timelines and deliverables, participate in planning, provide discipline expertise, and support engagement setup. As part of the team, you will be a mentor for the rising Consultants and Analysts and provide feedback after client meetings and calls to improve. 

CRITICAL SUCCESS BEHAVIORS

• Able to confidently and effectively present at the client executive level and read the audience in the room
• Conduct comprehensive assessments of contact center operations, including processes, technologies, and agent performance, to identify areas for improvement and efficiency
• Accurately outline ROI for clients and internal projects and initiatives
• Create trusted relationships with the client and be viewed as an expert
• Collaborate with internal stakeholders to identify, develop, and implement CX strategies aligned with business objectives, focusing on enhancing customer satisfaction and loyalty while maximizing operational effectiveness
• Ability to proactively recognize and communicate potential issues that could have an impact on the project or the client experience and create and implement a solution for immediate resolution with a sense of urgency
• Drive a culture of continuous improvement by proactively identifying opportunities to enhance processes, policies, and procedures to better meet client needs and exceed expectations 

QUALIFICATIONS

The ideal candidate would typically have:

• Experience and/or qualified in Lean/Six Sigma or other process improvement methodologies

The ideal candidate must possess:

• 5 years of Business Process Outsourcing experience
• Strong Microsoft Office product proficiency (PowerPoint, Excel, Visio: experience using pivot tables, formulas, etc.)
• Experience presenting ideas and facilitating dialogue with senior executives to support business decisions
• Strong analytical and communication skills
• Capacity to manage numerous clients and projects simultaneously

Job Type: Full-time, Hybrid position - Flex option allows work at home and work at office. However, you must reside within a 2-hour radius of Cape Coral, FL

Travel: Up to 60% of the time

Full-time benefits:

• Medical
• Dental
• Vision
• Generous PTO Package
• 401k Match
• Relocation assistance to the Cape Coral area